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The comment function makes it possible to conduct a chat based on the ticket. This keeps the communication directly on the ticket.
Email Notifications
When new tickets are created or a ticket is assigned to a specific user an email notification is send out. For assining a ticket the assigned user is getting the email immediately.
For every customer the group admin can specifiy an email address of the service team which will be informed about new tickets.
When a new critical ticket is created an email is send out immediately.
Major and Minor tickets are collected over 15min and a summary email will be send afterwards.